✨ AI Summary
The VAS Operations Co-ordinator is responsible for managing customer accounts, service requests, complaints, and escalated cases, ensuring timely and effective resolution. This role requires close coordination with VAS, Billing, Network, Technical, and Call Center teams to address customer and service-related issues. Key responsibilities include managing customer accounts and service requests through CRM, analyzing complaints to identify root causes, providing solutions, and maintaining accurate customer records. The co-ordinator will also promote relevant offers and services to support customer retention and experience. Furthermore, the role involves coordinating with various teams for issue investigation and resolution, following up on escalated cases, and ensuring proper communication between departments. Utilizing CRM for documentation and maintaining accurate system updates are crucial aspects of the job. Key competencies include customer service excellence, CRM, complaint handling, case management, problem-solving, cross-functional coordination, communication, teamwork, and attention to detail.
Requirements
The VAS Operations Co-ordinator will manage customer accounts, service requests, complaints, and escalated cases, ensuring timely resolution. This involves coordinating with VAS, Billing, Network, Technical, and Call Center teams. Key responsibilities include analyzing complaints, providing solutions, maintaining customer records, and promoting relevant offers. The role requires utilizing CRM for documentation and ensuring proper coordination between departments for issue resolution.
Description
Job Summary:Responsible for handling customer accounts, service requests, complaints, and escalated cases while ensuring timely and effective resolution. The role involves close coordination with VAS, Billing, Network, Technical, and Call Center teams to resolve customer and service-related issues.Key Responsibilities:Customer Service & Account ManagementManage customer accounts and service requests through CRM.Handle customer inquiries, complaints, and service-related issues and ensure timely resolution.Analyze customer complaints to identify the nature and root causes of recurring issues.Provide appropriate solutions and follow up with customers and relevant departments until cases are resolved.Maintain accurate and up-to-date customer records and service information.Promote relevant offers and services when appropriate to support customer retention and customer experience.Escalation & Cross-Functional CoordinationCoordinate with VAS and Billing teams to investigate and resolve offer-related service issues and billing discrepancies.Coordinate with Network and Technical teams regarding escalated technical cases, including network and physical-line issues.Follow up on escalated cases with the concerned departments until complete resolution.Ensure proper communication and coordination between different teams to avoid delays in resolving customer issues.Escalate unresolved or critical cases to the appropriate level when required.CRM & DocumentationUtilize CRM to document customer interactions, service requests, complaints, and case updates.Ensure all customer and service-related information is accurately recorded and updated.Maintain proper documentation and tracking of escalated cases.Ensure timely system updates to support accurate reporting and operational continuity.Key CompetenciesCustomer Service ExcellenceCustomer Relationship ManagementComplaint Handling & ResolutionCase & Escalation ManagementProblem Solving & Root-Cause AnalysisCross-Functional CoordinationCommunication & Interpersonal SkillsTeamwork & CollaborationKPI Monitoring & Performance TrackingOperational CoordinationAttention to DetailFollow-up & AccountabilityConflict ResolutionCustomer RetentionSystemsCall Center Reporting SystemsBilling / VAS SystemsMicrosoft Office